Customer Service Advisor & Prescription Collector

At Eakin Healthcare we put our patient at the heart of everything we do.

Fifty years ago, it all started with one man’s mission: pharmacist, Tom George Eakin. He saw his patients struggling with leaking urostomy pouches and decided enough was enough. He got to work and formulated what would become the game-changing, eakin Cohesive® seal.

Fast forward to today, and we’re still keeping it in the family. We’ve grown a lot since then, both organically and through acquisitions. We now have a team of over 700 colleagues across three manufacturing sites and 12 sales and distribution centres. We’re making a difference in three therapeutic areas:

• Ostomy
• Respiratory
• Surgical

We’re proud to export our innovative products to over 60 countries through a network of 40 distributors plus our own offices in Japan, The Netherlands, France, Germany, Belgium and Luxemburg.

We’re good at what we do – come and join us and you can benefit from:

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards
• Free Parking

ABOUT THE ROLE

This role is based in our UK Service part of the business, Respond Healthcare,  for stoma and continence patients who need appliances dispensed with ongoing care, support and advice, our award-winning, confidential, stress-free Prescription Dispensing Service is committed to delivering the very best levels of customer care. 

Reporting to the Care Centre Manager at our office in Larne, Co.Antrim, the Customer Service Advisor & Prescription Collector is a dual role consisting of shared customer service office duties and providing a prescription collection service to specified GP surgeries in Northern Ireland.  You will ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.

You will be working closely with GP surgeries throughout NI, ensuring prescriptions are organised and ready for collection to fulfil customer requirements.  On allocated days, you will establish a route and travel to GP Surgeries to collect required prescriptions.

The Customer Service Advisor & Prescription Collector will handle all customer queries effectively and in a professional manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing towards the success of Respond Healthcare, growing the Respond business.

KEY ACTIVITIES

Prescription Processing

• Ensure prescriptions are requested for all customer orders required on prescription.
• Process prescriptions in a timely manner, ensuring the prescriptions are fully examined for accuracy and endorsed appropriately.
• Build meaningful working relationships with and to liaise with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
• Minimise the amount of orders that are written off, within set KPIs, due to non-receipt of prescriptions
• Prepare prescriptions for payment, completing required administration accurately and submitting to the BSO in a timely manner.
• Minimise the amount of prescriptions returned and not paid by the BSO.
• Keep a fully traceable record of prescriptions received.

Inbound Customer Contact

• To answer customer telephone calls promptly and professionally and to accurately process all orders including customer orders via prescription, cash sales, product sample orders and Territory Manager orders.
• To maintain excellent product knowledge and to answer all enquiries regarding products.
• To resolve any customer queries regarding delivery.

Proactive Order Delivery Monitoring

• Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction.
• Ensuring new patients are contacted a week after delivery to confirm ongoing ordering pattern.
• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly.
• New patient leads are generated and followed through to achieve targets

Product & Account Administration

• Responsible for accurately inputting data to create new customer accounts in accordance with procedures
• To ensure all records are accurate and are kept up-to-date
• To ensure customer accounts are maintained accurately, including delivery addresses
• Taking credit card payments and liaising with the Accounts department

Customer Complaints and Compliments

• Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction
• Responding appropriately and sincerely to all customer complaints and compliments.
• Reporting all issues that hinder the delivery of excellent Customer Service to the Care Centre Manager.
• Record all customer complaints and compliments.

Prescription Collection

• Responsible for making outbound chasing calls to selected GP Surgeries requiring prescription collection.
• Establishing a good rapport with GP surgeries, through outbound and face to face contact.
• Using the route planner to set a collection run and travelling to collect prescriptions, returning them to the office for processing.
• Seek new business opportunities, offering those GP Surgeries with strict guidelines on prescription posting and collections the opportunity to avail of our prescription collection service.

Other

• To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy.
• To adhere to the company’s Quality policy and Environmental policy.
• To undertake other duties as may be reasonably required.

Essential

• Previous experience working in Customer Service
• Valid Full UK Driving Licence
• Clean Driving record and minimum 1 year driving experience
• Friendly personality with a “can-do” attitude
• The ability to work as part of a small team with limited direct supervision.
• The ability to handle queries professionally and efficiently with sensitivity
• The ability to deliver a high-quality service
• Conscientious and able to act proactively

Desirable

• Good geographical knowledge of Northern Ireland
• Previous experience in the healthcare sector
• Experience of promoting products and services to existing and potential customers

KEY WORKING RELATIONSHIPS

Internal

• To liaise with warehouse and Courier service to meet the needs of the customer
• Good communication with Ostomy Territory Manager
• Escalate customer dissatisfaction to the Customer Experience Manager
• Point of contact for interdepartmental requests e.g. Accounts

External

• Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals
• To attend exhibitions, and open days as and when required

ADDITIONAL INFORMATION

• Blended home/office working shifts available
• Monday – Friday: 7.5 hours a day between the hours 8:00 -17:30 on a shift rotation
• 1 in 8 Saturdays 8:30 – 12:30
• Total 38 hours a week
• Objective based bonus

COMPETENCIES

Customer Focus

Building strong customer relationships and delivering customer-centric solutions.

Manages Complexity

Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Drives Results

Consistently achieving results, even under tough circumstances.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

Communicates Effectively

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Instills Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Nimble Learning

Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations.